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Technical Support Specialist II
ESA - Electronic Security AssociationTechnical Support Specialist providing reliable assistance and solutions to customers for technical issues. Collaborating with teams to ensure customer satisfaction and effective resolutions.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical assistance and support to customers, with a strong focus on issue resolution, documentation, and continuous improvement. Proficient in utilizing tools like Salesforce.com and SharePoint to enhance customer satisfaction and streamline technical support processes.
Highest-signal resume keywords
Technical SupportCustomer SatisfactionSalesforce.comKnowledge ManagementCall Center Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical AssistanceIssue ResolutionRoot Cause AnalysisDocumentationProcess Development
Soft Skills
Interpersonal SkillsVerbal CommunicationWritten CommunicationContinuous Improvement MindsetRelationship Building
Tools & Technologies
Salesforce.comSharePoint
Industry Keywords
Technical Support HelpdeskCustomer Facing ExperienceKnowledge SharingCall Center ManagementAdministration Skills
Tech Stack
Tools & technologiesSFDC
About the role
Key responsibilities & impact- Provide reliable technical assistance to internal and external customers
- Provide professional coverage of Technical Support Helpdesk
- Support focus on accuracy, timely feedback, and customer satisfaction
- Drive timely identification, investigation, resolution, root cause analysis and replication of technical issues
- Build internal relationships to expedite complicated cases
- Develop broad understanding of customer needs
- Support the knowledge-sharing mindset, methodology, and tools
- Help develop Technical Support processes
- Ensure proper documenting and recording of all activity and communication
- Address systemic coordination issues
- Facilitate issue identification and analysis
- Investigate and resolve technical issues
- Track requests resolution
- Provide technical training
- Build relationships with customers
- Test products & software
- Develop and share knowledge
Requirements
What you’ll need- Bachelor's degree, or equivalent. Some experience in the field
- Extensive customer facing experience
- Experience in the industry is preferred
- Excellent interpersonal and verbal & written communication skills
- Strong continuous improvement mindset, strong leadership impact
- Experience with Salesforce.com and SharePoint
- Demonstrated experience with Knowledge Management & Call Center Management
- Good administration skills
Benefits
Comp & perks- Health insurance
- Employee training programs